Customer charter

  • Our office opening hours are 9.00am-5.00pm weekdays, excluding bank holidays.
  • Our telephones will be covered during office hours, including lunch times. Where, in very exceptional or unforeseen circumstances, such cover cannot be provided, an answering machine will be made available and any messages left will receive a reply from us as soon as possible.
  • We will identify ourselves by name
  • We will provide an acknowledgement  to all telephone, written, fax or e-mail enquiries within one working day, and will reply within 5 working days.When a question cannot be answered in full, a progress report will be provided at this time, together with an estimated time for completion of the enquiry. Please note, specific FOI requests will be replied to within 20 working days.
  • In those cases where we need to seek the answer to your enquiry from our partners across the network we will advise you of the anticipated lead time.
  • In those cases where we are unable to assist, because the enquiry falls outside our scope of activity, we will always try to provide the contact details for alternative sources of assistance.
  • All our staff will handle enquiries courteously and efficiently, your interests and confidentiality will be of prime importance.
  • All visitors with appointments will be met at your appointed time. Where this is impossible because of exceptional circumstances, an explanation will be given and amended arrangements agreed.
  • We also have a commitment to efficiency, openness, value for money and always welcome feedback.
  • Any complaints regarding our service should, in the first instance, be directed to Lorna Maclean, Enterprise Europe Scotland Coordinator,  

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